IT Support
Comm-Tech has two main options for ICT support. Please note that these can be tailored to suit your organisation's needs.
Standard Support Option
Comm-Tech provides full support (Level 1, 2 and 3. For explanations of these levels click here. Standard support includes the following services:- Answer technology-related questions and participate in technology problem-solving for individuals
- Hardware and Software installations
- Coordinating hardware repairs
- Act as the liaison between the organisation and other technology Service Providers
- Help the organisation set an information technology vision plan
- Provide purchasing assistance
- Organise and maintain organisation computer records
- Enable others to use computing more effectively and efficiently
- Identify and implement backup strategies meeting organisation requirements
- Provide long-term level 3 support via e-mail, telephone and remote desktop protocols in order to ensure the continued provision of the basic network services as outlined in our support terms. Remote desktop support is limited to 'reasonable-use' and can only be provided if necessary or in order to regain network stability in case of emergency.
- Provide 1 day (7.5 hours) network overhaul service to fully document and stabilise the underlying network infrastructure (this will include software upgrades, investigating & repair of missing OS licenses, et al.)
- Provide on-site server and services management. This involves management of user accounts and groups, network shares and related user-permissions.
- Provide extensive documentation and further reading on the existing systems and the inner-workings of ICT systems of interest to organisations. This is to achieve two goals: Firstly, to facilitate the administration of the existing systems and secondly, to provide long-term sources for independent further learning for the volunteer.
- Provide standard call-out options as outlined in the proposed support terms. These are provided as a last resort in case of severe/urgent problems which need attention of an engineer. Call-out is usually carried out on the following business day.
Volunteer IT Support Partner (VISP) Option
This involves sending a nominated volunteer on a training course. The contents of which is outlined here.
- Provide on-site level 1 & level 2 support via the VISP volunteer. Please refer to Support Levels Definition.
- Employ proactive support techniques via the VISP volunteer. This means taking measures to avoid problems before they happen. This will significantly improve performance of each machine. This involves applying software updates to each machine regularly, removing unwanted software, carrying out regular anti-spyware scans, disk checks and other maintenance activities.
- Provide on-site server and services management via the VISP volunteer. This involves a single point of contact (the VISP volunteer) for management of user accounts and groups, network shares and related user-permissions.
- Provide long-term level 3 support via e-mail, telephone and remote desktop protocols in order to ensure the continued provision of the basic network services as outlined in our support terms. Remote desktop support is employed on a 'reasonable-use' basis and is provided to the VISP volunteer as necessary or in order to regain network stability in case of emergency.
- Provide extensive documentation and further reading on the existing systems and the inner-workings of ICT systems of interest to the organisation. This is to achieve two goals: Firstly, to facilitate the administration of the existing systems by the VISP volunteer and secondly, to provide long-term sources for independent further learning for the VISP volunteer.
- Provide standard call-out options as outlined in the proposed
support terms. These are provided as a last resort in case of
severe/urgent problems which the VISP volunteer is unable to solve and
are usually carried out on the following business day.
© Copyright Community Technology 2007
Registered UK Charity 1096954; Company Number 4419371